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Service quality management and ecosystem theory

Chen, Zhiran; Dahlgaard-Park, Su Mi LU and Yu, Liying (2014) In Total Quality Management & Business Excellence 25(9-10). p.1190-1205
Abstract
This paper proposes an alternative perspective on service quality management (SQM) based on the ecosystem of complex and dynamic service environments. First, the ways in which systems thinking and core principles of Quality Management evolved are analysed in order to understand the past, present and the future. Then, by analysing the theories, models and applications of SQM systems and business ecosystems, the paper proposes a framework model for a service ecosystem. The proposed service ecosystem is based on value co-creation that can be utilised to manage service quality and to increase innovability. Through two case studies, the differences between the traditional approach to SQM and the application of ecosystem theory to SQM are... (More)
This paper proposes an alternative perspective on service quality management (SQM) based on the ecosystem of complex and dynamic service environments. First, the ways in which systems thinking and core principles of Quality Management evolved are analysed in order to understand the past, present and the future. Then, by analysing the theories, models and applications of SQM systems and business ecosystems, the paper proposes a framework model for a service ecosystem. The proposed service ecosystem is based on value co-creation that can be utilised to manage service quality and to increase innovability. Through two case studies, the differences between the traditional approach to SQM and the application of ecosystem theory to SQM are compared and reflected. The case studies indicate that ecosystem theory can be used to manage service quality and to achieve success in value co-creation through new innovative practices. (Less)
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author
organization
publishing date
type
Contribution to journal
publication status
published
subject
keywords
systems thinking, quality management, service quality management, service ecosystem, value co-creation, innovation, total quality
in
Total Quality Management & Business Excellence
volume
25
issue
9-10
pages
1190 - 1205
publisher
Routledge
external identifiers
  • wos:000342286500015
  • scopus:84895932410
ISSN
1478-3363
DOI
10.1080/14783363.2014.893081
language
English
LU publication?
yes
id
8220d9d9-7aef-4d5a-b325-d56a0665452d (old id 4810252)
date added to LUP
2014-11-24 13:48:38
date last changed
2017-10-01 04:13:18
@article{8220d9d9-7aef-4d5a-b325-d56a0665452d,
  abstract     = {This paper proposes an alternative perspective on service quality management (SQM) based on the ecosystem of complex and dynamic service environments. First, the ways in which systems thinking and core principles of Quality Management evolved are analysed in order to understand the past, present and the future. Then, by analysing the theories, models and applications of SQM systems and business ecosystems, the paper proposes a framework model for a service ecosystem. The proposed service ecosystem is based on value co-creation that can be utilised to manage service quality and to increase innovability. Through two case studies, the differences between the traditional approach to SQM and the application of ecosystem theory to SQM are compared and reflected. The case studies indicate that ecosystem theory can be used to manage service quality and to achieve success in value co-creation through new innovative practices.},
  author       = {Chen, Zhiran and Dahlgaard-Park, Su Mi and Yu, Liying},
  issn         = {1478-3363},
  keyword      = {systems thinking,quality management,service quality management,service ecosystem,value co-creation,innovation,total quality},
  language     = {eng},
  number       = {9-10},
  pages        = {1190--1205},
  publisher    = {Routledge},
  series       = {Total Quality Management & Business Excellence},
  title        = {Service quality management and ecosystem theory},
  url          = {http://dx.doi.org/10.1080/14783363.2014.893081},
  volume       = {25},
  year         = {2014},
}